# ACD
> Automatic Call Distribution – routes incoming calls to the best-available agent

ACD (Automatic Call Distribution) intelligently routes incoming calls to available agents based on predefined rules.

## What is ACD?
Automatic Call Distribution (ACD) is a telephony system that answers incoming calls and routes them to the most appropriate agent or department based on predefined rules such as skill level, availability, or caller priority.

ACD is a core component of modern contact centers and works in tandem with [IVR](/voip-glossary/ivr/) systems to deliver efficient call handling.

## How does ACD work?
When a call arrives, the ACD system evaluates routing rules — which may include round-robin, skills-based, or priority-based distribution — and connects the caller to the right agent. If no agent is available, the call enters a queue with hold music or estimated wait times.

## ACD in softphone platforms
Modern [softphone](/voip-glossary/softphone/) solutions integrate ACD capabilities natively. Platforms like [Acrobits Cloud Softphone](/cloud-softphone/) allow service providers to build white-label apps with built-in call distribution logic.

## Related Terms
- [IVR](/voip-glossary/ivr/)
- [PBX](/voip-glossary/pbx/)